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Document Title:
Reconciliation Service: Service Description
Document Reference: SVM/SDM/SD/0015
Release:
Abstract:
Document Status:
Author & Dept:
External Distribution:
Security Risk
Release Independent
Fujitsu Services will provide a Reconciliation Service to ensure
financial integrity across all Transactions processed through the
Branch Infrastructure and the HNG-X Central Infrastructure.
APPROVED
Pete Jobson
For POA Document Management to distribute following approval
YES. See section 0.9, Security Risk Assessment.
Assessment Confirmed
Approval Authorities:
Name
Dionne Harvey
Role Signature
Post Office: Head of IT Contract
Management
Date
See Dimensions for record
Peter Thompson
Fujitsu: Operations Director,
Post Office Account
See Dimensions for record
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on who should approve.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External,
0.5 Abbreviations.
0.6 Glossary...
0.7 Changes Expected..
0.8 Security Risk Assessmen'
1 SERVICE SUMMARY.
2 HNG-X
2.1 Service Definition...
Branch Reconciliation.
APS Reconciliation..
Banking & Related Services Reconciliatior
Reconciliation and Incident Management
Service Management..
Notes on Reconciliation with CFS
2.2 Service Availability....
2.3. Service Levels and Remedies
2.3.1 General Principles
2.3.2 Service Level Relief.
2.3.3 Rectification Plan..
2.3.4 Service Levels for which Liquidated Damages Apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Appl
2.3.6 Operational Level Targe'
2.3.7 Performance Metrics...
2.3.8 Design Targets.
2.4 Service Limits and Volumetrics.
2.5 Assets and Licences.
2.5.1 Assets..
2.5.2 Licence:
2.6 Charges...
2.6.1 Operational Fixed Charg
2.6.2 Operational Variable Charge.
2.6.3. Additional Operational Variable Charge.
2.7. Dependencies and Interfaces with Other Operational Service:
2.7.1 The Third Line Support Service..
2.7.2 The Service Desk.......
2.7.3. The Management Information Service.
2.7.4 The Security Management Service.
2.7.5 The Service Management Service..
NNNNNN
oubonrs
4
1
1
4
4
1
2.8 Post Office Dependencies and Responsi jes.
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2.8.2 ETU Transactions.
2.9 Business Continui
2.9.1 DRS Client Applicatior
2.9.2 Failover Timescal
2.9.3 Testing...
2.10 Documentation Set Supporting the Service.
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0.2 Document History
Version Date Summary of Changes and Reason for Issue Associated Change -
No. CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
1.1 27/10/2008 Review: change of Document Owner
2.0 14/07/2009 Updated following feedback and Agreed
2.1 29/09/2010 Removed references to SVM/SDM/SD/0020
being a CCD. New template applied.
2.2 15/11/2010 Removal of reference to EF/SER/001 in section
2.3.4.12; replacement of EF/IFS/002 by
DES/APP/AIS/0009.
3.0 01/12/2010 Approval version
3.41 06-Feb-2012 Updated to fulfil the requirements of SER-2627
3.2 08-Feb-2013 Full document review
3.3 09-Oct-2013 Corrections and clarifications as noted. Additions I CCN1200
to Glossary where relevant to other changes. CCN1270
Changes as a result of HNG-X Release 1, CCN1316
POLSAP, Merchant Acquirer, PCI, as noted.
Name changes: Alliance & Leicester to
Santander, ETU to Epay, “Debit and Credit card”
to Global Payments Inc.
4.0 03-Dec-2013 Approval version
4.1 07-Nov-2019 Updated following the replacement of POLSAP- CCN1655
with the Core Finance System (CFS)
4.2 02-Dec-2019 Revised first sentence of 2.1.6 following review CCN1655
by Post Office Ltd.
5.0 03-Dec-2019 Approval version
0.3 Review Details
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You
may include additional reviewers if necessary, but you should generally not exclude any of the mandatory
reviewers shown in the matrix for the document type you are authoring.
Review Comments by
Review Comments to Pete Jobson and POA Document Management
Mandatory Review
Role Name
Post Office: Head of IT Contract Management Dionne Harvey
Fujitsu Services: Commercial Manager Helen Venters
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Fujitsu Services: Business Architect
Pete Jobson
Fujitsu Services: Service Architect
Phil Boardman
Fujitsu Services: MAC & OBC Branch
Change Team SDM
Sandie Bothick
Fujitsu Services: SSC Manager
Steve Parker; SSC Duty Manager
Fujitsu Services: Security Operations Manager
Optional Review
Role
Jason Muir
Name
Fujitsu Services: Problem Manager
Steve Bansal
Fujitsu Services: Operations Director
Peter Thompson
Fujitsu Services: Document Manager
Matthew Lenton
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role
Name
Fujitsu Services: Acceptance Manager
Steve Evans
(*) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Ver Date Title Source
sion
PGM/DCM/TEM/0001(DO- POA HNG-X Generic Document Dimensions
NOT REMOVE) Template
SVM/SDM/PRO/0012 Reconciliation and Incident Dimensions
Management - Joint Working
Document
SVM/SDM/SIP/0001 HNG-X Business Continuity Dimensions
Framework
SVM/SDM/PLA/0001 HNG-X Support Service Business I Dimensions
Continuity Plan — Joint Working
Document
SVM/SDM/SD/0020 End to End Reconciliation Dimensions
Reporting
SVM/SDM/SD/0007 Service Management: Service Dimensions
Description
SVM/SDM/PRO/0018 POA Incident Management Dimensions
Procedure
SVM/SDM/PRO/0025 POA Problem Management Dimensions
Procedure
REQ/APPIAIS/1425 Horizon Online — Global Dimensions
Payments Merchant Services
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Application Interface Specification
ET/IFS/001 Application Interface Dimensions
Specification: Horizon to E-pay
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
BIM Business Incident Management
CAPO Card Account Post Office
ccD Contract Controlled Document
CFS Post Office Ltd’s Core Financials System
DBTN Disputed Banking Transaction Notice
D&CC Debit and Credit Card
DRSH Data Reconciliation Service Host
EBBT Enquiry Based Banking Transaction
EPAY Electronic Top-up
MA Merchant Acquirer
MER Manual Error Report
MoP Method of Payment
OLT Operational Level Target
SLT Service Level Target
SRB Service Review Book
TPS Transaction Processing System
0.6 Glossary
Banking & Related
Services Report Set
Term Definition
DRS Reports
Banking & Related
Services Transaction
A transaction appearing on the DRS Reports
Business Incident
Any exception reported via NB102 or via the HSD requiring investigation and the
provision of corrective information to allow Post Office Ltd to settle or reconcile. A
Business Incident relates to the ‘Symptom’ and not to the root cause of the
exception
Credence
Post Office Ltd. Management Information Service
Customer Critical
Exception
A Priority Exception (see below for definition) where Fujitsu have received a DBTN,
(see below for definition).
Debit Card Exception
Debit Card Transaction which is in system state category number 1 or 6, as set out
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in the CCD entitled "End-to-End Reconciliation Reporting" (SVM/SDM/SD/0020)
Debit Card Exception A Debit Card exceptions classified as such by Fujitsu Services in the relevant BIM
Reimbursement Report
Debit Card Transaction The Transaction value (in pounds sterling) of the relevant Debit Card exception
Value
Disputed Banking Where Fujitsu has received notification from Post Office Ltd via the Enquiry Service
Transaction Notice following a query by the ‘End’ customer relating to the state of his / her account.
Enquiry Based Banking Where Fujitsu has received notification from Post Office Ltd via the HSD wishing to
Transaction query a particular transaction.
Exception Types Within all reports the ‘Exceptions’ category will include:
« ‘Incomplete States’, i.e. those transactions where one or more transaction
component is missing — a C4 without a C12 etc
« Genuine exceptions where transaction components belonging to the same high
level transaction have been exceptioned, e.g.. C12 (amount) not = to C4
(amount) etc.
* DRS corruptions
Measurement Period The date falling 6 months after the date upon which the Debit Card conditions are
Expiry Date satisfied in respect of the first location in which Debit Card conditions are introduced
Priority Exception An exception reported within NB102 section 5 relating to system states 4 or 12
following confirmation of a corresponding C4 or D message
Reconciliation Day 08:00 to 17:30, Monday to Friday (inclusive), excluding Bank Holidays;
Relevant Data Data supplied via a BIM Report as defined within the Working Document entitled:
“Reconciliation and Incident Management - Joint Working Document”
(SVM/SDM/PRO/0012)
System Incident Any exception (as defined above) reported via NB102 or via the HSD requiring the
investigation and repair of the root cause of the exception.
0.7 Changes Expected
CWO0145a approved the enhancement of the Branch Database to include the remaining functionality of the
legacy APS and TPS systems. CW00145a funded the software development only, however it is expected that
an additional CWO will be raised to deliver this new functionality to the Live service. This would then impact
much of the reconciliation service.
0.8 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Service Summary
1.1. Fujitsu Services will provide a Reconciliation Service to ensure financial integrity across all
Transactions processed through the Branch Infrastructure and the HNG-X Central
Infrastructure. Reconciliation of these Transactions is completed (a) to ensure all Transactions
processed by a Branch are correctly sent to the CFS System and (b) to ensure that there is a
reconciliation between:
1.1.1. Transactions sent to APS Clients and the CFS System; and
1.1.2. Transactions sent to Banks and the CFS System, namely:
a. deposits into and withdrawals from bank accounts;
b. withdrawals from Card Account at Post Office (CAPO) accounts;
c. debit and credit card Transactions; and
d. Electronic Top Up (ETU) Transactions.
1.2. The Reconciliation Service will provide a number of Reports to Post Office giving a statement
of reconciliation across the agreed boundary points within the HNG-X Service Infrastructure.
1.3. Where Fujitsu Services is unable to reconcile any Transaction referred to in section 1.1 (such
Transaction then being referred to as an 'Exception'), such Exception will be identified and
reported to Post Office and progressed to resolution by the Reconciliation Service.
1.4. Where Post Office is unable to reconcile any Transaction referred to in section 1.1 (such
Transaction then being referred to as an 'Error'), Post Office shall inform Fujitsu Services and
such Error will be progressed to resolution by the Reconciliation Service.
2 HNG-X
2.1 Service Definition
2.1.1 Branch Reconciliation
2.1.1.1. Not Used
2.1.1.2. The Reconciliation Service will be responsible for reconciling any zero value Transactions i.e.
the number of APS Transactions where there is no value attached. In addition, the Reconciliation
Service is responsible for Transaction Corrections received from Post Office being made visible to
Branches via the Branch Database.
2.1.1.3. The investigation and resolution of TPS Exceptions and Errors shall be dealt with through the
Business Incident Management (BIM) reconciliation procedure. Such procedure shall be initiated by
the creation of Business Incidents (as defined in section 2.1.4) for one or more Exceptions and/or
Errors in accordance with the provisions of section 2.1.4.
2.1.1.4. Where an Exception or an Error at a Branch affects the reconciliation within the CFS System,
Fujitsu Services may be liable to pay liquidated damages to Post Office in lieu of any financial cost
that Post Office may incur to resolve the Exception or Error either internally within the CFS System
or as part of a settlement adjustment with Clients. Details of how and when liquidated damages are
applied to Manual Error Reports (MER) are set out in section 2.3.4 of this Reconciliation Service:
Service Description.
2.1.1.5. Where an Exception or an Error at a Branch does not affect reconciliation within CFS, no
liquidated damages shall be payable by Fujitsu Services.
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2.1.1.6. There is no formal reconciliation produced between the CFS System and the Credence
transaction stream. The Credence stream should therefore not be used to verify financial integrity
and Post Office should ensure the CFS System Transaction information is used for this purpose.
2.1.2 APS Reconciliation
2.1.2.1. The APS Report set and the APS reconciliation have been designed to ensure APS Transactions
completed in Branches are reconciled with the Transaction stream received by the CFS System to
enable settlement to be made with Clients. Full details of the format and content of this Report set
can be found in End to End Reconciliation Reporting (SVM/SDM/SD/0020).
2.1.2.2. Reconciliation of APS Transactions will include Transactions of zero value. While these
Transactions do not affect financial reconciliation they will be reported in instances where they were
not properly transferred to APS Clients or the CFS System.
2.1.2.3. The APS Report set will be produced daily by the Reconciliation Service to reconcile those
Transactions sent to both the CFS System and APS Clients.
2.1.2.4. In addition to any Exceptions discovered by the Reconciliation Service within the APS Report
set, Errors may be discovered by Post Office when reconciling data within the CFS System or
responding to queries from APS Clients.
2.1.2.5. The investigation and resolution of APS Exceptions and Errors shall be dealt with through the
BIM reconciliation procedure. Such procedure shall be initiated by the creation of Business Incidents
(as defined in section 2.1.4) for one or more Exceptions and/or Errors in accordance with the
provisions of section 2.1.4.
2.1.2.6. Where an APS Exception or an Error does not affect reconciliation within the CFS System, no
liquidated damages shall be payable by Fujitsu Services.
2.1.2.7. There is no formal reconciliation between Credence and APS Clients. Financial integrity shall
therefore only be reconciled between the CFS System and APS Clients.
2.1.3 Banking & Related Services Reconciliation
2.1.3.1. The Banking & Related Services Report set has been designed to enable Santander, CAPO,
LINK, Global Payments Inc., and Epay transactions completed in the Branches to be reconciled; to
allow settlement to be made with Clients, or direct settlement to specific Clients and/or Banks. Full
details of the format and content of the Report set can be found in End to End Reconciliation
Reporting (SVM/SDM/SD/0020).
2.1.3.2. The Reconciliation Service will produce the Banking & Related Services Report set for each of
the Transaction streams referred to in section 2.1.3.1 of this Reconciliation Service: Service
Description, in accordance with the rules documented within End-to-End Reconciliation Reporting
(SVM/SDM/SD/0020).
2.1.3.3. The Banking & Related Services Report set will reconcile all the individual Transaction
components constituting a Banking & Related Services Transaction.
2.1.3.4. In addition to those Exceptions reported by Fujitsu Services within the Banking & Related
Services Report set, Errors may be discovered by Post Office when reconciling data within its own
systems or responding to queries from Clients.
2.1.3.5. The investigation and resolution of Banking & Related Services Exceptions and Errors shall be
dealt with through the BIM reconciliation procedure. Such procedure shall be initiated by the creation
of Business Incidents (as defined in section 2.1.4) for one or more Exceptions and/or Errors in
accordance with the provisions of section 2.1.4.
2.1.3.6. Where a Banking & Related Services Exception or Error does not affect reconciliation within the
CFS System, no liquidated damages shall be payable by Fujitsu Services.
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Data Reconciliation Service
2.1.3.7. The Banking & Related Services reconciliation system shall enable reconciliation of
Transactions arriving at the Data Reconciliation Service Host (DRSH) from the following sources:
(a) [C12] data copied from the BRDB
(b) Santander and CAPO via the NPS (i.e. generation of the C4/Ds);
(c) There are 3 separate types of files for this flow: 1) a reconciliation file from VocaLink, 2)
a number of EMIS files from Global Payments Inc., and 3) a DTF file from EPay (i.e. D
Messages and C4 Confirmations) (flows b and c are alternatives); and
(d) TPS Host (i.e. the C1 Confirmations harvested by the TPS Agent).
(€) For debit and credit card payments only there is a flow from the Payment File that is
sent to the MA.
2.1.3.8. In the event that a CO Confirmation is sent to Santander, LINK, CAPO, Global Payments Inc., or
Epay, the relevant C1 Confirmation will indicate that a CO Confirmation has been generated.
2.1.3.9. The Reconciliation Service shall monitor the Transactions and report Banking & Related
Services Transaction states which are:
(a) in error, in that their occurrence implies malfunction in end to end Banking & Related
Services Transactions; or
(b) in error in that an expected state has persisted for an unexpected duration (e.g. where C4
Confirmations are received from Santander, LINK, CAPO, Global Payments Inc., and Epay
but the confirmation from the counter has not been received after an abnormal delay),
whilst identifying any such erroneous Banking & Related Services Transaction states which require
human analysis for resolution.
Complete Processing
2.1.3.10. The Banking & Related Services reconciliation system shall ensure that all data received
by it is processed and checked for completeness of Transactions together with reporting Exceptions
for resolution by the Reconciliation Service.
2.1.3.11. The Banking & Related Services reconciliation system shall not regard a Banking &
Related Services Transaction as complete until reported as such in accordance with End to End
Reconciliation Reporting (SVM/SDM/SD/0020).
2.1.4 Reconciliation and Incident Management
Business Incidents
2.1.4.1. A Business Incident is defined as the ‘symptom’ of an underlying cause — e.g. the effect of the
system fault on the resulting reconciliation or settlement information sent to Post Office.
2.1.4.2. A Business Incident can relate to one or more of the Exceptions reported within “End-to-End
Reconciliation Reporting” (SVM/SDM/SD/0020) or one or more of the reconciliation or settlement Errors
discovered by Post Office.
System Incidents
2.1.4.3. A System Incident is defined as the underlying ‘cause’ of a Business Incident.
2.1.4.4. A System Incident is created to track the root cause of a Business Incident. Depending on the
impact, nature and scope of the Business Incident the POA Problem Management Procedure
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(SVM/SDM/PRO/0025) may be invoked. However, if the nature of the Business Incident is agreed to be
a low priority or a ‘one off, the BIM reconciliation procedure will suffice. The choice of procedure shall be
determined by discussion and agreement between Post Office and the Reconciliation Service for specific
Business Incidents as they occur.
2.1.4.5. Where there are associated System Incidents and Business Incidents, their relationship
can be either:
(a) one to one;
or
(b) — one to many, respectively.
Incident Originators
2.1.4.6. Business Incidents will be raised by:
(a) the Reconciliation Service for Exceptions reported via the TPS, APS and Banking &
Related Services Report sets;
(b) Post Office for any other reconciliation or settlement Error discovered by Post Office that
has not been reported by the Reconciliation Service;
and
(c) the Third Line Support Service for any system fault, file or Transaction rejection which
cannot be repaired electronically or data base adjustment which is considered by Fujitsu
Services to have a reconciliation or settlement implication within Post Office.
2.1.4.7. Subject to agreement by Post Office and Fujitsu Services to the contrary, Branch raised calls
to the Post Office Limited Service Desk will not generate Business Incidents.
2.1.4.8. The Service Desk will, however, monitor potential reconciliation issues from Branches if it is
considered necessary by Fujitsu Services.
Raising of Business Incidents
2.1.4.9. In line with the generic Incident Management Policy agreed between Fujitsu Services and Post
Office, Post Office generated Business Incidents will only be recognised as such if raised via the Service
Desk. This ensures that the Business Incident is properly logged, enabling the Reconciliation Service to
ensure that corrective information can be supplied and any underlying system fault can be rectified.
2.1.4.10. In all cases the Reconciliation Service will raise a BIM Report to log Business Incidents in
accordance with the Working Document entitled Reconciliation and Incident Management, Joint Working
Document (SVM/SDM/PRO/0012).
BIM Reports / MER
2.1.4.11. The BIM system has been designed to report the progress to resolution of a Business Incident
to allow Post Office to complete an accurate reconciliation or settlement with its internal systems, Clients
and Banks.
2.1.4.12. A BIM Report shall always be accompanied by a MER giving details of the Transaction causing
the Exception or the Error. Depending upon the nature of the Exception or the Error, Fujitsu Services
may be liable to pay liquidated damages to Post Office in lieu of any financial cost that Post Office may
incur to resolve the Business Incident, either internally within the POL FS System, or as part of a
settlement adjustment with its Clients or Banks. Details of how and when liquidated damages are applied
to MER are set out in section 2.3.4 of this Reconciliation Service, Service Description.
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2.1.4.13. A BIM Report is deemed to be ‘cleared’ when the Reconciliation Service has provided the
information required to enable full reconciliation to take place.
Resolution
2.1.4.14. Where the Reconciliation Service corrects an Exception or an Error, one Business Incident will
be raised to cover each Exception or Error which has been corrected, or a group of related Exceptions,
or group of related Errors. A BIM / MER Report containing appropriate information will be issued relating
to that Exception or group of Exceptions, or Error or group of Errors.
Resolving the underlying cause of Business Incidents
2.1.4.15. If required, Fujitsu Services will complete a system fix to resolve the underlying cause of a
Business Incident. The Parties shall agree the implementation and timing of this system fix in
accordance with the Problem Management Procedure (SVM/SDM/PRO/0025).
Amending centrally held data
2.1.4.16. If the Reconciliation Service identifies that Transaction data held on the ‘central database’
located at the Data Centre is found to be inconsistent when compared to the records of the Transaction
that was completed at the Branch, e.g. a receipt, a Transaction log or a Branch accounting discrepancy,
the Reconciliation Service shall obtain authorisation from Post Office prior to the insertion of corrective
Transactions.
2.1.5 Service Management
2.1.5.1. Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice, work together to
identify opportunities for elimination of duplicated effort and rationalisation of processes with the aim of
delivering improved efficiency and / or cost savings as referred to in section 1.4 of the CCD entitled
Service Management: Service Description (SVM/SDM/SD/0007).
2.1.5.2. Service Reporting
The Reconciliation Service will, as required, provide service reporting for distribution to Post Office as
required under the Service Management Service described in the CCD entitled: Service Management:
Service Description (SVM/SDM/SD/0007).
2.1.6 Notes on Reconciliation with CFS
The Branch Database is the initial repository of all HNG-X business transaction data and all other HNG-X
Systems and other systems that receive HNG-X data must reconcile with this source. In doing so, the
Reconciliation Service proves that each system reconciles with all the other systems.
Branch Database sends financial transaction data to CFS that is sourced from the daily transaction store.
In order to prove the completeness and correctness of the financial information, the Branch Database
also sends a product movement summary to CFS that is sourced from the branch ledger store. These
two interfaces will be compared by CFS and exceptions raised if there are discrepancies between the
two. Since CFS is not a service operated by Fujitsu, it is not the responsibility of Fujitsu to raise such
exceptions. Any incidents that POL would like Fujitsu to investigate will be dealt with as described in
section 2.1.4.
2.2 Service Availability
The Reconciliation Service will be available to be contacted from 9:00 to 17:30hrs Monday to Friday
excluding Bank Holidays. The Reconciliation Service email account is:
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However, the process of reconciliation is provided on an on-going and automated basis.
2.3 Service Levels and Remedies
2.3.1 General Principles
2.3.1.1. SLTs detailed in section 2.3.4 of this Reconciliation Service, Service Description, which do not
specify a measurement period are:
(a) reported monthly via the SRB; and
(b) measured over a Service Level Measurement Period equating to a Post Office financial
quarter, i.e.:
e January to March;
e April to June;
e July to September;
or
¢ October to December.
2.3.1.2. Additionally, all levels of the Reconciliation Service shall be monitored on a weekly and
monthly basis and any failure to meet an SLT assessed over that month shall be reported to
Post Office by means of the SRB.
2.3.1.3. The values applicable to each of the Reconciliation Service SLTs are identified within section
2.3.4.1 of this Reconciliation Service, Service Description.
2.3.1.4. The performance of the Reconciliation Service during each OLT measurement period shall be
measured against each of the OLT identified in section 2.3.6 of this Reconciliation Service,
Service Description. Such OLT shall only apply within the hours of 09.00 to 17.30 Monday to
Friday excluding Bank Holidays. Post Office may monitor the performance of the
Reconciliation Service OLT on request.
2.3.2 Service Level Relief
The SLT described in section 2.3.4.1 of this Reconciliation Service, the Service Description shall not
apply to the extent that a Business Incident cannot be cleared due to:
(a) _ insufficient information being received from Post Office in respect of a Post Office raised Error;
(b) _ insufficient information being received from Post Office to allow the Reconciliation Service to
progress a Business Incident to resolution; or
(c) Post Office delay in agreeing to close an Exception where the information supplied by the
Reconciliation Service is correct and fit for purpose i.e. answers the query raised.
2.3.3 Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
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2.3.4 Service Levels for which Liquidated Damages Apply
2.3.4.1. The purpose of liquidated damages in respect of MERs is that Post Office shall not be
disadvantaged by failures of Fujitsu Services to provide electronic transmission of transaction
information to the CFS System. MER related liquidated damages are payable in accordance
with the rules set out in Table 2 below.
2.3.4.2. Fujitsu Services shall measure the time taken to resolve each Banking & Related Services
Priority Exception counting time within Working Days only, as follows:
(a) where no Disputed Banking & Related Services Transaction Notice has been received by
Fujitsu Services and a Banking & Related Services Transaction persists in system state
category number 4 or 12 as set out in End to End Reconciliation Reporting
(SVM/SDM/SD/0020), such measurement shall commence at 08:00hrs on the second
Working Day following receipt by the DRSH of the corresponding C4 Confirmation or D
Message (as applicable);
(b) where a Disputed Banking & Related Services Transaction Notice is received by Fujitsu
Services and a corresponding C4 Confirmation or D Message has been received by the
DRSH prior to the day of receipt of that Disputed Banking & Related Services Transaction
Notice, such measurement shall commence at the time of receipt of the Disputed Banking
& Related Services Transaction Notice (but not if already commenced in accordance with
section 2.3.4.2 (a), in which case section 2.3.4.2 (a) shall apply);
and
(Cc) where a Disputed Banking & Related Services Transaction Notice is received by Fujitsu
Services and a corresponding C4 Confirmation or D Message is received by the DRSH on
the same day as that Disputed Banking & Related Services Transaction Notice or on a
subsequent day, such measurement shall commence at 08:00hrs on the next Working
Day following receipt of that C4 Confirmation or D Message (as applicable).
2.3.4.3. In each case in section 2.3.4.2 the Banking & Related Services Priority Exception shall be
deemed resolved and measurement shall stop at the time Fujitsu Services sends information
to Post Office sufficient to enable Post Office to settle that exception with the relevant Bank.
2.3.4.4. In respect of each Banking & Related Services Priority Exception where Fujitsu Services
requires:
(a) information from a Branch;
or
(b) information from the Post Office regarding Banks,
for that exception to be resolved, the following shall not count towards the time for resolution of that
exception:
(Cc) the period, if any, during which Fujitsu Services is unable to contact (by telephone or
other method agreed by the Parties) the Branch in question or the Post Office regarding
Banks in order to request that information or access, provided that Fujitsu Services has
used reasonable endeavours to make such contact;
and
e period, if any, whilst Fujitsu Services waits for that information or access to be
d) thi iod, if hilst Fujitsu Servi its for that inf ti to b
provided by the Branch in question or the Post Office regarding Banks, having requested
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it, provided that Fujitsu Services has repeated such request at reasonably frequent
intervals.
2.3.4.5. The discounting of the periods described in sections 2.3.4.4 (c) and 2.3.4.4 (d) shall be subject
to Fujitsu Services providing reports to Post Office setting out the reasons for discounting any
such periods from the resolution time for a Banking & Related Services Priority Exception and
the duration of such periods.
2.3.4.6. In respect of each Disputed Banking & Related Services Transaction Notice, Fujitsu Services
shall continue to check on each Working Day following that notice whether a corresponding C4
Confirmation or D Message has been received until either a Customer Critical Exception arises
and is resolved or Fujitsu Services and Post Office agree alternative action.
2.3.4.7. For the purposes of section 2.3.4 of this Reconciliation Service, Service Description:
(a) “day” means a period running for 24 hours from 00:00hrs; and
(b) a C4 Confirmation or D Message received on a day by the DRSH after 21:30hrs on that
day shall be deemed to have been received the next day.
2.3.4.8. The Service Level Target in respect of Banking & Related Services, Priority Exceptions set out
in Table 1 of this Reconciliation Service, Service Description shall apply in respect of:
(a) all Customer Critical Exceptions; and
(b) the first 500 Priority Exceptions relating to Banking (other than Customer Critical
Exceptions) occurring on each day (excluding those described in section 2.3.4.8 (c),
but shall not apply in respect of:
(Cc) Banking & Related Services Priority Exceptions (other than Customer Critical
Exceptions) arising from a common cause, in each case where the number of Banking &
Related Services Priority Exceptions arising from such common cause is greater than
100.
Table 1
Exception or Error Type SLT Liquidated Damages Payable?
Reconciliation Exception or I >=95% Yes — only if manual correction
Error resolved via the BIM required to resolve reconciliation
process within 5 Working discrepancy within the CFS System
Days — within rules set in Table 2
Banking & Related Services I >=95% Yes — only if manual correction
priority Exceptions or Error required to resolve reconciliation
resolved in <=8hrs discrepancy within the CFS System
- within rules set in Table 2
Table 2
Justification for Liquidated Damages Liquidated Damages
A Transaction which can not be delivered to the I £100 per Transaction
CFS System by electronic means and has been
discovered by the Reconciliation Service before it
was due to be sent to CFS — i.e. it has not been
rejected by the CFS System
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A Transaction which can not be subsequently re-I £150 per Transaction
delivered to the CFS System by electronic means
following rejection by the CFS System
2.3.4.9. MER Liquidated Damages Exclusions
(a) Fujitsu Services shall only be liable for MER liquidated damages where a transaction or
number of transactions have been corrupted in some way when delivered through a fault
in the HNG-X System or the related Fujitsu Services processes.
(b) In cases where transactions are lost due to events of Force Majeure, or error by Branch
office staff, Fujitsu Services will not be liable for MER liquidated damages.
2.3.4.10. MER Liquidated Damages Settlement
(a) On a monthly basis, the chargeable MER spreadsheet shall be populated by the
Reconciliation Service with details of Exceptions or Errors, any applicable liquidated
damages and appropriate supporting information. The Reconciliation Service's liquidated
damages calculation shall be forwarded to Post Office for agreement.
2.3.4.11. Debit and Credit Card Exceptions or Errors (as defined State 1 or 6) would only occur in HNG-
X as a result of a major, central incident and would be dealt with in accordance with the agreed
Incident Management Procedure SVM/SDM/PRO/0018.
(a) In the event that a Debit Card Exception or Error arises solely as a result of the acts or
omissions of Fujitsu Services, Fujitsu Services shall send to Post Office a BIM Report.
(b) Fujitsu Services shall include in the BIM Report submitted pursuant to section 2.3.4.11
(a) the merchant ID, the partial (first six and last four digits) card number, transaction
amount, transaction code and transaction date for the Debit Card Exception or Error in
question. In addition, save in respect of each Debit Card Exception or Error
Reimbursement (in which case the provisions of section 2.3.4.11 (e) shall apply), Fujitsu
Services shall use reasonable endeavours to obtain from the relevant Branch the
following data (the “Relevant Data”) (for inclusion in the relevant BIM Report) from the
Receipt for the Debit Card Exception or Error in question:
The following are available for secure transfer to Post Office if requested:
« Issue number
« Expiry date
Full card number
(C) Fujitsu Services' obligation to obtain the Relevant Data as specified in section 2.3.4.11
(b) shall cease in the event that:
« Fujitsu Services has been notified by the NBSC of the closure of the Branch; or
(d) upon contacting the Branch, the information cannot be obtained (including, without
limitation, where the receipt either does not exist, is damaged or the information is
illegible). The detailed process for attempting to contact the Branch and attempting to
obtain the Relevant Data shall be documented in the Working Document entitled
“Reconciliation and Incident I Management, Joint I Working Document”
(SVM/SDM/PRO/001 2).
(@) In respect of each Debit Card Exception or Error (other than a Debit Card Exception or
Error Reimbursement), in the event that:
e Fujitsu Services fails to provide the Relevant Data;
e the circumstances specified in 2.3.4.11 (c) have not arisen; and
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e Post Office itself obtains the Relevant Data directly from the Branch,
Fujitsu Services shall pay Post Office the sum of £353.47 (representing Post Office’s costs
of obtaining the Relevant Data and effecting manual settlement).
(f) In respect of each Debit Card Exception or Error Reimbursement, Fujitsu Services shall
pay to Post Office an amount equal to the sum of the Debit Card Transaction Value and
£125.06.
(g) Save where section 2.3.4.11 (e) applies (in which event the provisions of this section
2.3.4.11 (g) shall not apply), for each Debit Card Exception or Error (other than a Debit
Card Exception Reimbursement) Fujitsu Services shall (provided manual settlement has
been effected) pay to Post Office the lesser of:
(i) £125.06; and
(ii) the sum specified within row 1 of Table 2 in section 2.3.4.8 above,
in respect of Post Office’s costs of effecting manual settlement.
(h) Save in respect of a Debit Card Exception or Error Reimbursement, in the event that:
e due solely to the acts or omissions of Fujitsu Services the BIM Report referred to in
section 2.3.4.11 (a) is not delivered to Post Office within the time limit of the SLT
referred to in row 1 of Table 1 in section 2.3.4.8 above (for the purposes of avoiding
“charge backs”) or the BIM Report is delivered within that time period but it does not
include the Relevant Data in circumstances where Fujitsu Services is in Default of its
obligation in section 2.3.4.11 (b) to obtain such Relevant Data or a payment is
required to be made to Post Office pursuant to section 2.3.4.11 (e); and
e the merchant acquirer does not reimburse Post Office the Debit Card Transaction
Value,
Fujitsu Services will reimburse Post Office the Debit Card Transaction Value.
(i) In the event that Fujitsu Services fails to deliver the BIM Report on time pursuant to
section 2.3.4.11 (b) above or the BIM Report is delivered on time but it does not include
the Relevant Data in circumstances where Fujitsu Services is in Default of its obligation
in section 2.3.4.11 (b) above to obtain such Relevant Data or a payment is required to
be made to Post Office pursuant to section 2.3.4.11 (e) above, Fujitsu Services shall
pay to Post Office liquidated damages. The liquidated damages shall be calculated in
accordance with the following formula:
e liquidated damages (£) = (N x TV x Y)/ 365
where:
« N=the number of Reconciliation Days, including the day the BIM Report was due for
delivery pursuant to section 2.3.4.11(a) above, that the BIM Report is delivered late;
e TV=the Debit Card Transaction Value; and
e Y = the figure (expressed as a percentage) representing the base rate of Barclays
Bank Pic prevailing on the day the BIM Report was due for delivery plus 3 per cent.
(j) Post Office shall not be entitled to liquidated damages or any other right or remedy
provided for under this Agreement in respect of any failure by Fujitsu Services to
achieve its obligations specified in this section 2.3.4.11 (i) until expiry of the
Measurement Period Expiry Date, and Fujitsu Services’ performance in respect of those
obligations before the Measurement Period Expiry Date shall be disregarded for the
purposes of assessment of liquidated damages and any other rights or remedies
provided for under this the Agreement which may be due to Post Office after that date.
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2.3.4.12. The Parties acknowledge that the fundamental commercial assumptions underlying the
provisions of this section 2.3.4.11 are that (i) the total number of Debit Card Exceptions or
Errors in any calendar month shall not exceed 100 and (ii) the total number of Debit Card
Exception or Error Reimbursements in any calendar month shall not exceed 20. Accordingly,
the Parties agree that should these assumptions prove to be incorrect they shall review and
negotiate appropriate amendments to the provisions of this section 2.3.4.11. Debit Card
Payment File Delivery
(a) Fujitsu Services’ obligations regarding transmission of Payment Files to the merchant
acquirer (MA) shall be as specified in Schedule A5. In the event that an attempt to
transmit a Payment File to the MA in accordance with these obligations fails then those
provisions shall be supplemented by section 2.3.4.12 (b).
(b) Where Fujitsu Services attempts to transmit a Payment File to the MA and the attempt
is unsuccessful Fujitsu Services shall report the same to the Post Office. Thereafter,
Fujitsu Services shall provide such assistance and co-operation as set out in the
Working Document entitled: “Reconciliation and Incident Management, Joint Working
Document” (SVM/SDM/PRO/0012), for the purposes of procuring the transmission of
that Payment File to the MA as soon as reasonably practicable. .
(Cc) In the event that the process specified in section 2.3.4.12 (b) has been followed by
Fujitsu Services, no payment of liquidated damages (as specified in section 2.3.4.12 (d))
will be payable by Fujitsu Services due to the relevant Payment File not reaching the
MA.
(d) Subject to section 2.3.4.12 (c), in the event that a Payment File is not received by the
MA by the time specified for such in the CCD entitled: “Horizon Online — Global
Payments Merchant Services Application Interface Specification” (REQ/APP/AIS/1425)
on the day after creation of the Payment File, liquidated damages will be payable by
Fujitsu Services to Post Office, by Fujitsu Services issuing Post Office with a credit note,
as soon as reasonably practicable following the day on which the MA receives the
Payment File. Such liquidated damages (to be applied by way of credit) will be
calculated in accordance with the following formula:
e liquidated damages per Payment File not received as stated above (£) =
{(X x Y)/365} x Z
where:
« X=the value (pounds sterling) of the relevant Payment File;
e Y = the figure (expressed as a percentage) representing the base rate of Barclays
Bank Plc prevailing on the day the Payment File is required to be delivered (as
specified in the CCD entitled “Horizon Online - Global Payments Merchant Application
Interface Specification ” (REQ/APP/AIS/1425)) plus 3 per cent;
and
e Z= the number of days from and including the date after creation of the Payment File
until and including the day on which the MA receives the Payment File.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no SLTs for which liquidated damages do not apply.
2.3.6 Operational Level Targets
Table 3
Description I OLT
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MER delivered to Post Office I By close of business 10" Working Day
Operations Control on a I of the following month.
monthly basis
Reconciliation Exception or I By close of business on the same
Error “initial” BIM Report I Working Day as the Exception or Error
available to Post Office has been reported by the
Reconciliation Service or Post Office.
2.3.7 Performance Metrics
There are no performance metrics associated with the Reconciliation Service.
2.3.8 Design Targets
There are no design targets associated with the Reconciliation Service.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics applicable to the Reconciliation Service.
2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Reconciliation Service.
2.5.2 Licences
There are no Licences applicable to the Reconciliation Service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no Operational Variable Charges applicable to the Reconciliation Service.
2.6.3 Additional Operational Variable Charge
There are no additional Operational Variable Charges applicable to the Reconciliation Service.
2.7 Dependencies and Interfaces with Other Operational
Services
The Reconciliation Service is dependent on and interfaces with other Operational Services. Any changes
agreed between Post Office and Fujitsu Services to the scope or availability of the Reconciliation
Service and/or any of the other Operational Services will be agreed in accordance with the Change
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Control Procedure. This section describes the interfaces with other Operational Services as at the
Amendment Date, as follows:
2.7.1. The Third Line Support Service
The Third Line Support Service supports the Reconciliation Service through the provision of corrective
data to enable the resolution of reconciliation Incidents. If the scope of the Third Line Support Service is
changed, the Application Support Service (Fourth Line) may have to take over this role.
2.7.2 The Service Desk
If the scope of the Service Desk Service is changed, an alternative Service Provider would take over the
Service Desk Service's role in supporting the Reconciliation Service.
2.7.3 The Management Information Service
The Management Information Service may request data to support MIS Reports delivered internally
within Fujitsu Services or to Post Office. If the scope of the Reconciliation Service is changed, the
Service Management Service may have to take over this role.
2.7.4 The Security Management Service
The Reconciliation Service will support the Security Management Service in ensuring the appropriate
levels of security are met in respect of systems access via the DRSH. If the scope of the Reconciliation
Service changed, the Third Line Support Service or the Systems Management Service might have to
take over this role.
2.7.5 The Service Management Service
If the scope of the Reconciliation Service is changed, the Service Management Service may have to
take over the role of managing the relationship between Post Office and the Third Line Support Service
who would assume the role of preparing BIM Reports and resolving reconciliation Incidents.
2.8 Post Office Dependencies and Responsibilities
2.8.1 Business Incidents
In addition to the generic Post Office responsibilities set out in Schedule A5 of the Agreement, Post
Office must not unreasonably delay the agreement to closure of a Business Incident where Fujitsu
Services has supplied information that is considered by Fujitsu Services to be reasonably complete and
adequate to allow reconciliation to take place between Post Office and its APS Clients and Banks or
within the internal CFS System.
2.8.2 ETU Transactions
Post Office will ensure that all ETU Transactions carried out at Counter Positions are correctly processed
by EPAY according to the CCD entitled: “Application Interface Specification: Horizon to EPAY”
(ET/FS/001), and that daily reconciliation files are produced and processed in accordance with that
document.
2.9 Business Continuity
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This section defines the measures taken to minimise the risk of not being able to provide the
Reconciliation Service and sets out what Fujitsu Services is required to provide in terms of business
continuity specific to the provision of this Reconciliation Service. Details of the Reconciliation Service
Business Continuity Plan is defined in the Working Document entitled: “HNG-X Support Service
Business Continuity Plan — Joint Working Document” (SVM/SDM/PLA/0001).
2.9.1 DRS Client Application
In the event that DRS Client Application is inaccessible from the primary Reconciliation Service site, the
Reconciliation Service will re-locate to another Fujitsu Services site where such access is available.
2.9.2 Failover Timescale
Fujitsu Services shall ensure access to DRS Client Application at the DR site is available to the
Reconciliation Service within two (2) hours of the initial failure.
2.9.3 Testing
Fujitsu Services will carry out minimum of one (1) walkthrough and one (1) operational test per calendar
year covering the DRS Client Application access, subject to agreeing the actual dates for such tests with
Post Office, such agreement not to be unreasonably withheld. Such tests shall be carried out in
accordance with the Working Document entitled: “HNG-X Business Continuity Framework”
(SVM/SDM/SIP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.4 of this Reconciliation Service, Service Description supports the
delivery of the Reconciliation Service. Should any elements of the Reconciliation Service be changed
following agreement with Post Office, Fujitsu Services will ensure these documents are also reviewed
and amended where necessary in accordance with the changes agreed.
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